UX Researcher

The AIR MILES Reward Program is one of Canada's most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada's oldest bank and the 8th largest in North America with more than 12 million customers globally.

Position Overview:
As a UX Researcher at Air Miles, you'll lead high-impact research that informs and shapes our products, ensuring they're intuitive, engaging, and deeply aligned with user needs. By uncovering rich insights into user behaviour and expectations through both qualitative and quantitative data, you'll drive a user-centred approach across diverse touchpoints. Your research will fuel product strategy as you champion user advocacy and collaborate with cross-functional teams to guide decisions that make a tangible difference.

In this role, you'll conduct both generative and evaluative research, creating a roadmap of insights that aligns with Air Miles' strategic vision. You'll own the research lifecycle for projects, from scoping and planning to execution and synthesis, comfortable with both qualitative and quantitative methods to provide a holistic view of the user experience. This is a unique opportunity to influence key product decisions, strengthen cross-functional partnerships, and elevate the UX Research function within Air Miles.

Responsibilities:

• Lead End-to-End Research Projects: Conduct research that informs product strategy and design decisions for the Air Miles digital ecosystem, spanning web, mobile, and partner integrations.
• Design and Conduct Mixed-Methods Research: Utilize methods such as usability studies, customer journey mapping, card sorting, surveys, interviews, and data analytics to uncover deep user insights.
• Develop Research Plans: Create comprehensive research plans aligned with business goals, detailing methods, timelines, and deliverables to ensure actionable results.
• Collaborate with Analytics & Insights: Partner with the A&I team to combine qualitative insights with quantitative data for a holistic view of user behaviour.
• Analyze and Present Key Findings: Demonstrate strong stakeholder management, influence, and communication skills by presenting your research findings to key stakeholders.
• Build Cross-Functional Relationships: Collaborate closely with product managers and designers to identify and prioritize opportunities where research can improve product decisions and enhance customer experiences.

*Qualifications:*

• Experience: 2-4 years of UX research experience, with a proven track record of leading research projects for both web and app.
• Research Skills: Expertise in both qualitative and quantitative research methods, with hands-on experience in surveys, interviews, field studies, Adobe Analytics, Heap etc
• Tools: Proficiency with UX research tools such as Playbook UX, FullStory, and similar platforms for user testing and behavioural analysis.
• Communication: Strong ability to present research findings to non-technical stakeholders, translating insights into clear, actionable recommendations.
• Problem-Solving: Ability to work within a fast-paced environment, balancing multiple projects and prioritizing research efforts based on business needs.
• Collaboration: Demonstrated experience working in agile environments and collaborating with cross-functional teams, including product, design, and development.

Nice to Have:

• A degree in Psychology, Human-Computer Interaction (HCI), Anthropology, Sociology, Design, or a related field is preferred. Advanced degrees or certifications in UX research, behavioural science, or user-centred design are a strong asset.
• Experience conducting UX research in e-commerce, with a strong understanding of user behaviour in digital shopping environments.

Salary:
$61, $113,900.00

Pay Type:
Salaried

The above represents BMO Financial Group's pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.

BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit:

About Us
At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.